EP 1011256 A3 20030820 - Adjustment of call selection to achieve target values for interval-based performance metrics in a call center
Title (en)
Adjustment of call selection to achieve target values for interval-based performance metrics in a call center
Title (de)
Einstellung der Anrufselektion zum Erzielen von Sollwerten für auf Abstand basierten Leistungsmetriken in einer Anrufzentrale
Title (fr)
Ajustement de la sélection d'appels pour obtenir des valeurs prescrites pour des paramètres d'efficacité basés sur l'intervalle dans un centre d'appels
Publication
Application
Priority
US 21299398 A 19981216
Abstract (en)
[origin: EP1011256A2] A call selection process in a call center is controlled so as to ensure the achievement of target values for one or more interval-based performance metrics. In an illustrative embodiment, a memory in the call center is used to store information regarding contractual target values of one or more interval-based performance metrics such as, for example, an average speed of answering metric, or a percent in service level metric. The call selection process is then adjusted within a given performance interval based at least in part on a comparison of a value of the metric actually achieved during the interval to the corresponding stored target value. For example, a service objective of the call selection process may be adjusted at one or more designated points in the interval if the value of the metric actually achieved to a given one of the points will not allow achievement of the target value within the interval. <IMAGE>
IPC 1-7
IPC 8 full level
H04L 12/66 (2006.01); H04M 3/00 (2006.01); H04M 3/42 (2006.01); H04M 3/523 (2006.01)
CPC (source: EP KR US)
H04L 12/66 (2013.01 - KR); H04M 3/523 (2013.01 - EP US)
Citation (search report)
- [X] US 5185780 A 19930209 - LEGGETT ERNEST W [US]
- [A] EP 0855826 A2 19980729 - LUCENT TECHNOLOGIES INC [US]
- [PX] WO 9960766 A1 19991125 - CALLSCAN LIMITED [GB], et al
- [A] HARVEY D E ET AL: "CALL CENTER SOLUTIONS", AT & T TECHNICAL JOURNAL, AMERICAN TELEPHONE AND TELEGRAPH CO. NEW YORK, US, vol. 70, no. 5, 1 September 1991 (1991-09-01), pages 36 - 44, XP000244602, ISSN: 8756-2324
Designated contracting state (EPC)
AT BE CH CY DE DK ES FI FR GB GR IE IT LI LU MC NL PT SE
DOCDB simple family (publication)
EP 1011256 A2 20000621; EP 1011256 A3 20030820; EP 1011256 B1 20081105; CA 2288443 A1 20000616; CA 2288443 C 20030527; DE 69939861 D1 20081218; JP 2000209350 A 20000728; JP 3759359 B2 20060322; KR 100690397 B1 20070312; KR 20000048187 A 20000725; US 2002006192 A1 20020117; US 6366666 B2 20020402
DOCDB simple family (application)
EP 99309840 A 19991207; CA 2288443 A 19991104; DE 69939861 T 19991207; JP 35676199 A 19991216; KR 19990058295 A 19991216; US 21299398 A 19981216